Dramatically improved customer service

Situation

• Client was an employee-owned manufacturing company.
• The company had experienced increasing losses for three consecutive years.
• Costs were significantly higher than industry standards.
• Operations were chaotic.
• Deliveries were only 50% on-time.
• There was wide-spread disruption, dissatisfaction and animosity resulting from the poorly executed acquisition of another company.
• Everyone complained about a lack of accountability.
• Renee was recommended by the Company’s banker.

Results

• Revenues increased by 15%.
• Cost reductions were dramatic.
• There was an end to chaos made possible by personnel and policy changes as well as by documentation of procedures.
• On-time deliveries skyrocketed from 50% to 98% within 5 months.
• Employees from both the original and acquired companies worked as a team.
• Company launched a new strategic direction.
• A system for ensuring accountability, including clear definition of job responsibilities, target setting and measurement and feedback, was in place.